FIELD SUPERVISOR 

Department: Field Services 
Reports To: Senior Director of Inside Plant and Field Operations 

Position Summary 

The Field Operations Supervisor is responsible for leading all field operations within an assigned market while developing people, driving operational excellence, and delivering exceptional customer experience. This role provides direct leadership to Field Technicians and Lead Technicians and is accountable for installation quality, safety, productivity, customer satisfaction, fleet and inventory readiness, and overall market execution. The successful candidate is a coach and leader who develops high-performing teams, removes operational barriers, and consistently delivers First-Time-Right results.  

Responsibilities 

• Lead, coach, mentor, and develop Field Technicians and Lead Technicians through regular ride-along's, one-on-one coaching, and performance reviews.  
• Create a culture of accountability, continuous improvement, and professional development.  
• Own market performance including installation quality, repair reduction, productivity, customer experience, safety, fleet readiness, inventory control, and technician utilization.  
• Ensure compliance with Vero installation standards, OSHA regulations, company policies, and applicable codes.  
• Review technician KPIs and use performance data to recognize success, coach improvement, and drive accountability.  
• Conduct field quality audits and document corrective actions when necessary.  
• Investigate repeat repairs and quality issues to identify root causes and implement corrective actions.  
• Coordinate daily operations with Service Delivery, Engineering, Construction, OSP, Customer Support, Sales, and Network Operations.  
• Manage escalated customer issues and ensure timely, professional resolution.  
• Support recruiting, interviewing, onboarding, training, certification, and succession planning.  
• Maintain technician inventory, warehouse inventory, fleet condition, tools, and equipment.  
• Prepare operational reports and communicate market performance to leadership.  
• Participate in after-hours support and emergency restoration activities as required.  
• Promote and model ISP Team Core Values: Customer First, Quality, Ownership, Teamwork, Inclusiveness, and Respect.  

Required Qualifications 

• High school diploma or equivalent.  
• Minimum three (3) years of telecommunications, broadband, or fiber field experience.  
• Minimum one (1) year of supervisory, lead, or crew leadership experience.  
• Knowledge of FTTH installation, fiber troubleshooting, customer premise equipment, and broadband services.  
• Strong leadership, communication, organizational, and problem-solving skills.  
• Proficiency with Microsoft Office and mobile workforce management applications.  
• Valid driver's license with an acceptable driving record.

Preferred Qualifications 

• Five (5) or more years of telecommunications or broadband experience.  
• Experience with Calix platforms, fiber splicing, OTDR testing, and GPON/XGS-PON networks.  
• Experience with Sonar or similar OSS/BSS platforms.  
• FOA or equivalent industry certification.  

Job Details and Physical Requirements 

• This role requires extensive travel within the assigned market and surrounding service areas. Travel schedules may vary depending on operational and project requirements. A company vehicle is provided. 
• Must be authorized to work in the United States. 
• Must be able to pass a background check and Motor Vehicle Record (MVR) screening. 
• This is a nonexempt position. 
• This is a full-time position. 
• This is a staff position. 
• The schedule for this position is variable and may require evening, overnight, weekend, or on-call availability to support business operations. 
• This position requires working outdoors in various weather conditions, including extreme heat, cold, rain, wind, and snow. 
• This position requires standing, walking, climbing, bending, kneeling, and working on uneven surfaces for extended periods. 
• This position requires the ability to climb ladders and work from aerial lifts at heights exceeding 18 feet. 
• This position requires the ability to lift, carry, and move equipment and materials weighing up to 50 pounds. 
• This position requires the ability to operate company vehicles and occasionally operate equipment such as aerial lifts, forklifts, or similar machinery. 
• This position requires the use of personal protective equipment (PPE), including hard hats, safety glasses, gloves, high-visibility clothing, and steel-toed boots. 
• This position may require working in confined spaces and other challenging field environments while maintaining compliance with all safety regulations. 

• The anticipated hourly range for this position is $46.00 – $40.00 per hour. Final compensation will be determined based on factors such as the candidate's experience, skills, and internal equity.  
• This position may be eligible for an annual discretionary bonus, based on individual performance and company profitability.
• 4 Medical plans with employer contributions for employees and dependents
• Dental and Vision insurance
• Life Insurance and AD&D
• Voluntary Life Insurance
• Disability Insurance
• 401(k) retirement plan + employer match
• 15 PTO days, 9 paid holidays + 2 floating holidays

• This position requires the ability to pass a standard background check upon offer of position.
• At least 2 professional references are required.

• Accept a Conditional Offer of Employment.
• Successfully Pass a Post-Offer, Pre-Employment Drug Test before your official start date.
• This requirement is strictly administered under the guidelines of the Vero Drug & Alcohol Testing Policy and Procedure to ensure a safe workplace, free from the effects of substance abuse, as outlined in our commitment to safety.

• Substances Tested: The screening will test for a range of substances and their metabolites, including (but not limited to) Amphetamines, Cocaine, Opiates, and PCP. Marijuana (THC) is not tested in pre-employment screens.
• Failure to pass the required drug screen or refusal to comply with testing procedures will result in the offer of employment being rescinded. We encourage all applicants to review the full policy upon request for a complete understanding of our standards.
• Safety-Sensitive Roles: This requirement applies to all applicants seeking employment. If this role is defined as Safety-Sensitive (involving risk of injury or harm to the general public), be aware that subsequent Random Testing and Post-Accident Testing will be conditions of continued employment. Marijuana (THC) is tested in Post-Accident and Random Testing.

CORE COMPETENCY DEFINITIONS
Safety and Security: Employees with a competency of safety and security are able to observe safety and security procedures, report potentially unsafe conditions and use equipment and materials properly. At intermediate levels that can determine appropriate action beyond guidelines. At higher levels of competency, employees make proactive suggestions to improve safety and security within their department or across the organization.
Quality of work: Employees with high quality of work demonstrate accuracy and thoroughness in their work product. They look for ways to improve and promote quality and can apply feedback to improve performance. A stronger employee will monitor their own work to ensure quality. 
Results-oriented: Employees who are results-oriented focus on achieving results for the organization or team. Most employees routinely achieve their goals and gradually move on to more challenging tasks. More results-oriented employees go beyond that baseline to deliver exceptional value in their daily work.

Vero Fiber